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DOI: 10.1007/978-3-319-39294-3_6

Exploring the Design, Use, and Outcomes of Process Guidance Systems : A Qualitative Field Study

Morana, Stefan; Schacht, Silvia; Mädche, Alexander

Organizations define processes specifying employees’ daily work and require them to be process compliant in order to prevent expensive mistakes and ensure a high quality. Employees have difficulties in being process compliant, among oth-er reasons, due to lacking process knowledge. Addressing this lack of process knowledge and the need to support employees’ process execution, we investigate the process guidance concept. In this research, we present a process guidance system implemented in a case company and its evaluation in the form of a qualita-tive field study. The findings from the interviews and focus groups confirm the intended outcomes of process guidance on the users’ process knowledge, per-formance, and process compliance. Moreover, we discuss in detail the outcomes of process guidance usage and identify opportunities for future research.

Zugehörige Institution(en) am KIT Karlsruhe Service Research Institute (KSRI)
Institut für Informationswirtschaft und Marketing (IISM)
Publikationstyp Proceedingsbeitrag
Jahr 2016
Sprache Englisch
Identifikator ISBN: 978-3-319-39294-3
ISSN: 0302-9743
KITopen-ID: 1000055663
Erschienen in Tackling Society's Grand Challenges with Design Science : 11th International Conference, DESRIST 2016, St. John’s, NL, Canada, May 23-25, 2016
Verlag Springer, Canada
Serie Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
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